Symptoms
When using the Transfer Tool to transfer an account from a Plesk server, the transfer will fail with the following error if the username is over 16 characters long:
CPANEL_ERROR: TRANSFER: Account “$user”: The remote execution of “pkgacct.$hostname” failed, or the requested account, “$user”, was not found on the server: “$server-IP”.
RESTORE: Account “$user”: The remote execution of “pkgacct.$hostname” failed, or the requested account, “$user”, was not found on the server: “$server-IP”.
Description
This is caused by the username being cut down to 16 characters as that is the limit for MySQL usernames, so the resulting username that has been "shortened" does not exist which results in the aforementioned error.
We've opened an internal case for our development team to investigate this further. For reference, the case number is CPANEL-35108. Follow this article to receive an email notification when a solution is published in the product.
Workaround
To change the username of the account.
- Log into Plesk.
- Go to Subscriptions > example.com > Web Hosting Access > System user section.
- Change the name of the system user in the Username* field and press the OK button
You may also use the script /usr/local/cpanel/scripts/transfer_accounts_as_root
Comments
1 comment
Update: We would like to thank you for your interest in this article/case and encourage your submissions as they are valuable to the ever-expanding development of cPanel & WHM. At this time, this particular issue has not been selected for action from our Development Team, as it may require more development resources than we can allot, or alters the direction cPanel envisions for the product. Submissions persist in our Issue Tracking System in the event the impact of the related issue grows or product direction changes. If you feel that this defect requires direct action, we strongly encourage you to submit a Feature Request to allow the cPanel Community to vote and support your cause.
Thank you again for helping us make cPanel & WHM the hosting platform of choice.
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